Service Desk Engineer - Shift hours / Office hours (Bedok) - PSSKR004

Contract: 1 year Location: Bedok Salary budget: Up to 3.2k + performance bonus + Shift allowance Working hours: 12 hr shift/ 8.5 hrs shift Responsibilities: • Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.  • Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions. • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded. • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature. • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status Requirements: • Minimum Education: NITEC / Diploma in IT-related fields • Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk. (Customer Service Experience in a non-tech call centre environment will not be considered. ) • Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.